What are the responsibilities and job description for the Principal Serviceability Lead position at Clinisys?
Purpose
The CLS Principal Serviceability Lead will champion initiatives to maximize customer satisfaction, serviceability, and deployability for the Clinisys Laboratory Solution (CLS) product line by driving end-to-end solution delivery and partnering with cross-functional teams to align product readiness, implementation, and post-deployment support. This role ensures seamless deployment, proactive service improvements, and a superior customer experience across global markets. A documented service strategy for all major releases will be a key outcome owned by this new leader.
Clinisys' AI Philosophy
Building an AI‑first organisation is central to Clinisys’ purpose and the impact we deliver. As a global provider of intelligent diagnostic informatics solutions, we build AI‑enabled, cloud‑based platforms to enhance diagnostic workflows across healthcare, life sciences, and public health. By applying intelligent technology thoughtfully and responsibly, we help laboratories and testing environments operate more effectively, generate meaningful insights at scale, and ultimately support healthier and safer communities. Operating across more than 30 countries, Clinisys expects all colleagues—regardless of role or function—to work confidently with AI‑enabled tools, apply digital and analytical thinking, and continuously adapt as technologies evolve. We must drive an AI-first sense of purpose and urgency.
Key Responsibilities
Customer Satisfaction
Our benefits for Full Time employees are designed to help you move forward in your career, and in areas of your life outside of work. From health and wellness benefits, 401 (k) Savings Plan, stock incentive programs, paid time off, parental leave, and tuition assistance, we've got you covered with our total rewards package.
The starting pay range for a candidate selected for this position is generally within the $125,000 - $156,000 annual base salary range. However, the successful candidate’s actual pay will be based on various factors, such as work location, qualifications, and experience, so the exact starting pay may be above or below this range.
Clinisys’ Commitment To Equal Opportunity
Clinisys is an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, national origin, gender, sexual orientation, gender identity, age, physical or mental disability, genetic factors, military/veteran status or other characteristics protected by law.
General Guidance
This job description is meant to provide an accurate depiction of tasks and accountabilities that are most often associated with this role. While we strive to provide an accurate depiction, nothing in this description restricts the company from changing, reassigning, expanding, or reducing the scope of accountabilities and is subject to change at any time.
The CLS Principal Serviceability Lead will champion initiatives to maximize customer satisfaction, serviceability, and deployability for the Clinisys Laboratory Solution (CLS) product line by driving end-to-end solution delivery and partnering with cross-functional teams to align product readiness, implementation, and post-deployment support. This role ensures seamless deployment, proactive service improvements, and a superior customer experience across global markets. A documented service strategy for all major releases will be a key outcome owned by this new leader.
Clinisys' AI Philosophy
Building an AI‑first organisation is central to Clinisys’ purpose and the impact we deliver. As a global provider of intelligent diagnostic informatics solutions, we build AI‑enabled, cloud‑based platforms to enhance diagnostic workflows across healthcare, life sciences, and public health. By applying intelligent technology thoughtfully and responsibly, we help laboratories and testing environments operate more effectively, generate meaningful insights at scale, and ultimately support healthier and safer communities. Operating across more than 30 countries, Clinisys expects all colleagues—regardless of role or function—to work confidently with AI‑enabled tools, apply digital and analytical thinking, and continuously adapt as technologies evolve. We must drive an AI-first sense of purpose and urgency.
Key Responsibilities
Customer Satisfaction
- Drive programs to improve Net Promoter Score (NPS) and customer engagement.
- Champion continuous improvement by leveraging customer feedback and performance metrics to enhance future releases.
- Act as the primary escalation point for service-related issues.
- Develop and maintain customer success metrics and dashboards.
- Collaborate with Product, Services, and Support teams to enhance, build, and create CLS service tools and processes.
- Integrate serviceability and scalability into solution design to ensure long-term success.
- Implement best practices for new product, maintenance, and upgrades releases.
- Promote adoption of CLS CARE and other internal support platforms.
- Ensure deployment readiness for CLS releases.
- Partner with Engineering, DevOps, and CloudSecOps to streamline installation and upgrade procedures, ensuring compliance and global standards for deployment across diverse markets.
- Support scalability and modularization strategies for diverse customer needs.
- Customer Satisfaction: Achieve and maintain NPS > 70 and reduce average resolution time by 20%.
- Serviceability: Implement at least 3 major service process improvements per year.
- Deployability: Ensure 95% on-time deployment for CLS releases globally. Reduce average total deployment time by 40%. (reduced service cost)
- Training & Adoption: Drive 90% adoption of CLS CARE tools or equivalent tool among service and support teams.
- Bachelor’s degree in Engineering, Computer Science, IT, or related field.
- Experience delivering complex technology-based solutions to market.
- Experience with Service Monitoring tools.
- Experience building Service strategies for software solutions.
- Experience representing Service on engineering projects.
- Ability to influence and partner with cross functional teammates.
- Expertise (10 years) in software services, laboratory operations, or LIMS field-based deployment.
- Excellent communication and stakeholder management skills.
- Strong Program and Project Management skills, professional certification is preferred.
- Familiarity with AI tools and techniques (predictive analytics, NLP, automation)
- Customer-centric mindset.
- Excellent verbal, written, and interpersonal communication skills. Able to effectively communicate at all levels throughout the organizations.
- Skilled in cross-functional collaboration and driving alignment between disparate groups of stakeholders.
- Analytical and process-driven approach.
- As needed international travel for customer site visits, deployment oversight, and global service workshops.
- None
Our benefits for Full Time employees are designed to help you move forward in your career, and in areas of your life outside of work. From health and wellness benefits, 401 (k) Savings Plan, stock incentive programs, paid time off, parental leave, and tuition assistance, we've got you covered with our total rewards package.
The starting pay range for a candidate selected for this position is generally within the $125,000 - $156,000 annual base salary range. However, the successful candidate’s actual pay will be based on various factors, such as work location, qualifications, and experience, so the exact starting pay may be above or below this range.
Clinisys’ Commitment To Equal Opportunity
Clinisys is an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, national origin, gender, sexual orientation, gender identity, age, physical or mental disability, genetic factors, military/veteran status or other characteristics protected by law.
General Guidance
This job description is meant to provide an accurate depiction of tasks and accountabilities that are most often associated with this role. While we strive to provide an accurate depiction, nothing in this description restricts the company from changing, reassigning, expanding, or reducing the scope of accountabilities and is subject to change at any time.
Salary : $125,000 - $156,000